Re: XR500 drops internet

Has a full factory reset and set up from scratch been performed after applying .32 FW?

@Gingeg wrote:I have updated to the latest firmware 2.3.2.32 and loose internet connection which can vary from every few hours to every few days. Never had this with my Nighthawk R7000 which was flawless. Once I reboot the router it runs fine until next time. Wonder if it’s a firmware problem.

Re: XR500 drops internet

Your Arris TM1602 modem has an Intel Puma 6 chipset that has a design flaw that greatly affects connectivity (cannot be patched with firmware updates). I had one too, and all connectivity issues went away once I replaced it with a BroadCom chipset-based modem. Check with your ISP to find out which modems they allow before buying another one.

Re: XR500 drops internet

I’ll check the modem the next time it happens as you suggested. As for all the other devices on my network they all loose connection to the internet also. Funny but it hasn’t happened again since I posted this morning. Will keep an eye on.

Re: XR500 drops internet

This was happening to me too, and the issue WAS the modem. In fact, if you have any modem with an Intel Puma 6 or 7 chipset in it, you will have these issues, and the XR500 will MAGNIFY the effects of this unfixable, unpatchable DESIGN FLAW.

Re: XR500 drops internet

I don’t have one of the modems listed. My modem is a Huawei Echolife HG612 FTTC . Forgot to add after I posted this morning that I reset to factory settings and setup again. Fingers crossed have not had anymore disconnections.

Re: XR500 drops internet

FYI, Modem Combo Units:Couple of options,1. Configure the modem for transparent bridge mode. Then use the NG router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ for the IP address the NG router gets from the modem.

@Gingeg wrote:I don’t have one of the modems listed. My modem is a Huawei Echolife HG612 FTTC . Forgot to add after I posted this morning that I reset to factory settings and setup again. Fingers crossed have not had anymore disconnections.

Re: XR500 drops internet

Im having the same issue.New router bought Sat 11-10 I do have 2 Xboxes connected. 1 hardwired and the other wireless. I have to power cycle router everyday to get conection back. I have the current firmware any sugestions? have a NG 6400 no issues at all.

Re: XR500 drops internet

I'll keep standing by my statement until they address this. It's clear they don't have their customers as their priority. It's pretty sad that I am on the one replying to your comments and not support from EITHER team.

Return it! No sense in having a "gaming" router if it can't stay online more than 24 hours, amirite?

Re: XR500 drops internet

5 days now since I did another factory reset with Firmware V2.3.2.32 and not lost connection. I have 14 devices connected with WiFi and 1 wired device which is my PC. My son plays a lot of games on his XBox One and is now a happy bunny. Fingers crossed my issue has been resolved.

Re: XR500 drops internet

Glad the factory reset worked. Enjoy.

@Gingeg wrote:5 days now since I did another factory reset with Firmware V2.3.2.32 and not lost connection. I have 14 devices connected with WiFi and 1 wired device which is my PC. My son plays a lot of games on his XBox One and is now a happy bunny. Fingers crossed my issue has been resolved.

Im having the same issue.New router bought Sat 11-10 I do have 2 Xboxes connected. 1 hardwired and the other wireless. I have to power cycle router everyday to get conection back. I have the current firmware any sugestions? have a NG 6400 no issues at all.

Re: XR500 drops internet

As well as doing a factory reset you could try reinstalling the latest firmware again. Then try a reset to factory settings again and setup the router. I have done this before For people who have had connection problems with their routers and it has fixed their problem. Maybe worth a shot.

Re: XR500 drops internet

So after moving providers (and moving locations), I am now on Spectrum. All was good for about a week, until today.

All Wireless Devices Lost Internet Access (remained on the Network), and all Wired Devices also Lost Internet Access. Rebooting the XR500 Solved the Issue. All the lights on the XR500 remained White and blinking (for activity).

I am not running a Beta Firmware, as I was never PM'd one, so I believe I'm still on the Current Release (IIRC .32?)

Is this something fixed by the beta firmware? Do I Need to Schedule a Weekly Reboot of my Router? Do I have a defective Router?

Re: XR500 drops internet

@Warri Spectrum customer here. Spectrum issues modems with Intel Puma 6 chipsets to a lot of their customers. In many areas (like mine), that's all they issue. Due to an unfixable hardware design flaw, these modems absolutely wreck connections. Using a router with these modems makes the issue even worse. I had the issues you're describing before changing to a different modem make/model.

Because this issue cannot be fixed with a firmware update, the only option is replacing the modem they give you with any of the approved ones on the list at Spectrum's website that doesn't have an Intel Puma 6 (or 7) chipset. The Netgear CM600 is on their approved modem list, and has a Broadcom chipset. (Don't go by the brand name though, because the CM700 has an Intel Puma and is BAD.) I bought a CM600 and then called Spectrum to activate it in bridge mode with the XR500 ready to go and have had flawless internet ever since.

Discussion of the issue and a comprehensive list of affected modems can be found here:

Re: XR500 drops internet

Thanks that's good info...I'll look into the modem... I'm hoping to switch to ATT fiber soon so I'll see what the budget allows. But I'll certainly look into the CM600... I have an SB6190 but it was giving me a lot of issues on Comcast and being generally slow to reboot and connect so I just went with spectrums free modem.

Re: XR500 drops internet

Yep, on the list. Garbage. CM600s are about $90. Chances are Best Buy has them in stock in your area (because you're not the only one). Bought mine about a month ago and have had zero disconnects, no packet loss, and no abnormal lag, latency or jitter ever since.